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Lessons learnt from implementing enterprise social software at cisco
 

Lessons learnt from implementing enterprise social software at cisco

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    Lessons learnt from implementing enterprise social software at cisco Lessons learnt from implementing enterprise social software at cisco Presentation Transcript

    • Dr Colin R Seward, IT Senior DirectorCommunication & Collaboration ITMarch 2011© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
    • Scale  Speed Web 2.0 Technologies Globalization Explosion of Content Empowered Service-oriented Employees Architecture Communication Consumer & Collaboration Virtualization Mobility Always On Green Business Technology© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
    • Employee Demands Enterprise Demands“I want Facebook for the  Compliance Enterprise...”  DR Strategies“Why can’t I get access  Security to…”  Operational Excellence “I’m going to do it whether  QoS you support it or not...”  Backup and Recovery© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
    • © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
    • Integrated Workforce Experience Powered by Cisco Quad Connect Communicate Collaborate Learn the right people, more effectively and Internally and from all resources, and efficiently externally content at the right timeGoal is to drive productivity, growth, and innovation© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
    • People Connect Learn My Communities View Information Collaborate Communicate© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
    • Delivering productivity, growth and innovation© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
    • Finance Manufacturing Utility Transportation Government© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
    • © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
    • Integrated Workforce Experience Powered by Cisco Quad Cisco Video Enterprise Social Personalization & Applications & Communication & Software Relevancy Services Collaboration Cisco Cius Blogs Directory Search HR Systems Unified Communications CRM/ERP Wikis Forums Content Business Workforce Intelligence Data Flip Video Conferencing Workforce Services Instant ID Managemnt Policy MyCompensation Messaging Management MyBenefits Tagging My Approvals Enterprise Video Communities Result is a personalized, relevant workspace© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
    • Mobility IP Communications TelePresence Desktop FlipDevices LayerCollaboration Applications Layer Directory Communities Integrated Workforce Experience PortalsTransformational /UI Layer (any device, anywhere, anytime) Web Services APICommon Application Services Layer to transactional system Search Grouping Notification Content Exposure Collaboration Tagging (CRM, ERP)Data Access Policies Layer (entitlements, identity management, authentication)Web Services Layer Document RSS Video Wiki Blogs Forums Management Access Transactional SOA App Email Calendar Meetings IM Conferencing Directory Ciscopedia TaggingData Aggregation Layer Web 2.0 Data Multiway Video Transactional Document HR Data Metadata repository System Data Repository Off-Prem Data On-Prem Data Network ServicesCisco Network Layer Medianet Policies Security Tagging© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
    • The Evolution of the Integrated Workforce ExperienceEvolution of the Integrated Workforce Experience Integrated User Experience Video Communication & Enterprise Social Personalization & Applications & Collaboration Software Relevancy Services New Business Capabilities Integrated Workspaces FCLN i-Zone CDN Finance Internal Cisco Collaboration Innovation Developer & Leadership Site Network Network Ciscopedia Directory 3.0 WebEx/MP Hybrid Client New Cisco Workspaces Platform Building Blocks Technologies Video Unified Discussion Virtual Social RSS Wikis Blogs IM Sharing Communications Forums Meetings BookmarkingPresentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 12
    • Micro- Blogs, blogging wikis, forums Integrated Cisco Video Enterprise Social Applications & Personalization &Cisco UC and Communication & Software Services Relevancy Community Presence Collaboration team space Directory Enterprise Collaboration Personal Platform Dashboard HR Systems Search Directory TelePresence / ERP CRM Profile Unified People, Communicationscommunities, Business information Blogs Intelligence Wikis Forums Content Workforce Video: Data Cisco Show Social Flip Conferencing and Share Workforce Services Tagging Video ID MyCompensation Management Policy Management MyBenefits Applications Instant and Services Content MessagingTagging Communities My Approvals Enterprise VideoManagement Click to call, Advanced IM, meet, Search email © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
    • People Click to call, chat or meetRich Presence Information Darrin’s interestsIntegration to and communitiesBlog Platform are easily accessible Videos and content that Darrin authored or recommends © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
    • Information Integration with Directory toIntegration show Expertswith Taggingand Ratings Integration with relatedIntegration Communitieswith Show andShareIntegration withrelevant blogsand discussionforums © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
    • People Work Life Interest • Job Role • Business Work • IWE for Women Groups • Organization, • Team Cisco Volleyball Department • Enterprise Council • Cisco Cancer • Customer, Partner, • Product,Service Products, Service Product, Service Survivors Account • Project, Program • Support • Executive Metrics Open Restricted Private© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
    • Communities Communities: Access Relevant Information and Applications Key Tenets 1 Headline News 1. 2 Architectural Plays 2. 1 3 Sales “Care Abouts”: 3. - My Bookings 2 - My Pipeline - My Notifications 3 - My Commissions - My Opportunities 3 3 3 3© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
    • Communities Communities: Access Relevant Information and ApplicationsKey Tenets 111. Key Topics22. Discussion Forum33. Common Engineering Tools 3 2 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
    • Communities Communities: Access Relevant Information and Applications 1Key Tenets 31 Executive Dashboards Bookings 1 Market Share Channels 2 Customer Experience Councils and Boards 3 Communication & Collaboration Competitive Positioning2 Business Updates3 Competitive and Market Updates© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
    • Communities Integrated Workforce Experience Communities: Access Relevant Information and ApplicationsKey Tenets 1 Topics • Mentoring • Career development 1 3 • Work-life integration • Networking Consolidated view of2 all global WAN communities Easy access to3 social networking technologies Professional4 development linksFun Facts- 8 different functional groups 4- 7 different countries 2- Content in many different languages© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20
    • My View My View: Work Your Way.Integrated contact Integration lists withacross all Communities spaces and Projects Central Integrated view for withcustomized ExchangeCisco news for mail, tasks, and calendar © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
    • iPad iPhone Cius© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22
    • © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23
    • Integration and Interoperability  Cisco TelePresence  WebEx Video Meetings  Cisco Unified Video Conferencing Many to Many  Cisco Show and Share  Digital Media Signage  Cisco TV Broadcast 1 to Many  Cisco Unified Video Advantage  WebEx Connect Video  Cisco Unified IP Phones 1 to 1 Cisco Video Ready Network© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24
    • Product Demonstrations Executive Messaging Learning & Tutorials Company Meetings HR Training Meeting Recordings Community Involvement© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25
    • (Process & Data Management, Operations/Optimization Metrics) VIDEO VIDEO VIDEO SHARING CONFERENCING STREAMING SERVICE & OPERATIONS Support Strategy/Model, Case Management, Proactive Monitoring, Upgrade & Release Management, Training (Value/Cost, Use Cases) BUSINESS VALUE DEPLOYMENT Facilities, Governance & Communication, Provisioning, METRICS Logistics & Installation SECURITY Network Security, Information Security, Access Control STORAGE Physical Storage Management, Digital Asset Management, Records Management NETWORK & CAPACITY MANAGEMENT Bandwidth Management, Call Management, Network Monitoring, Content Delivery/Distribution ARCHITECTURE Network, Infrastructure, Data Center© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
    • © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27
    •  Quad  Video Technology  Unified Communications  TelePresence  Instant Messaging  Access to transformational systems  Security Process Culture  Scalable, integrated  Leadership processes  Change management  Services framework  Governance  Business value  Transforming how we work© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28
    • The C&C cross-functional board drives innovation and success in communication and collaboration at Cisco Co- chair Co-chair Jim Grubb Sheila Jordan Corp. Comms IT Mala Anand Tricia Baker Murali Sitaram Mike Metz Harbrinder Angela Stark Jodi Krause Kevin Harrington Amy Kwan Services Engineering Engineering Marketing Kang Corp Comm Corp Positioning CVCM Finance Corp CommDon McLaughlin Rick Hutley Marisa Lance Perry Van Dang Christine Castle Shanthi Iyer Andy Starr Chris Treille HR IBSG Chancellor IT Legal Sales Sales/IT WebEx WW Channels IT © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
    • Blogs Discussion Message Documents Posts 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Functional Groups© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30
    • © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31
    • Conferencing Wikis 72k users 594k pages 549m mins per Q 432k edits per Q 24% growth Y/Y 18% growth Y/Y Video TelePresence 15k videos 1,111 units 324k views per Q Growth in 87k meetings per Q 129% growth Y/Y IWE Collaboration Services is 28% growth Y/Y 303 Communities Exploding! 1.8m hits per Q 165% growth Y/Y Forums Instant messaging 6k threads 144k users 19k messages per Q 20m IM chats per Q 7% growth Y/Y 56% growth Y/Y Directory 3.0 32k Expertise profiles 13.2m searches per Q 12% growth Y/YPresentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 32
    •  Accelerate R&D Innovation  Create new business models  Generate ideas  CEO care-abouts  Extend global reach Growth  Drive revenue  Cultivate new markets  Accelerate sales cycle  Operational efficiencies Productivity  Faster decision making  Reduce costs  Leverage and reuse© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33
    • In FY’09, Cisco Achieved $1.052B in Net Benefits from Web 2.0 Collaboration Solutions, up from $691M in FY’08  Connected Workspace $11.5M Innovation  Mac Wiki $ 5.5M  C-Vision and Video Blogs $11.1M  Expertise Locator (SOAR) $108.6M Growth  Sales Productivity (NEW) $ 15.4M  Remote Collaboration (TP/WebEx/UC) $601.3M Productivity  Telecommuting $298.7M Total: $1.052B© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 34
    • © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35
    • Sustainable Business Value 6 Deliver workforce services that surprise and delight 5 Create integrated technology roadmap 4 Identify business opportunities or pain points 3 Assemble accountable cross-functional leadership team 2 Develop enterprise architecture approach 1 Develop and share the vision Change Management Governance Communicate…Communicate…Communicate…Communicate Metrics© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36
    • © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37
    • Thank you.© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 38